Page is loading ...
Quick Q
Agent’s User Guide
Comdial
®
strives to design the features in our communications
systems to be fully interactive with one another. However, this is not
always possible, as the combinations of accessories and features are
too varied and extensive to insure total feature compatibility.
Accordingly, some features identified in this publication will not operate
if some other feature is activated. Comdial disclaims all liability relating
to feature non-compatibility or associated in any way with problems
which may be encountered by incompatible features. Notwithstanding
anything contained in this publication to the contrary, Comdial makes
no representation herein as to the compatibility of features.
GCA70-278.05
10/02
Printed in U.S.A.
Oct ‘02 Comdial i
QuickQ Agent’s User Guide
1. THE AGENT TELEPHONE ..............................................1
2. THE LARGE SCREEN DISPLAY TELEPHONE...........2
Description of the Display (Idle Display) ......................3
3. INTERACTION WITH DXP/FXS SYSTEM ...................3
4. SIGNING-IN TO QUICKQ................................................4
5. RECEIVING AN ACD CALL............................................6
6. TRANSFERRING A CALL................................................7
7. REQUESTING HELP.........................................................8
Selecting Conferencing During Help..............................8
Selecting Hold During Help ............................................9
8. WRAP-UP: DISCONNECTING FROM A CALL.........10
9. PLACING OUTGOING CALLS .....................................11
Assigning an Account Code...........................................11
10. ALARM CONDITION....................................................13
11. THINGS TO REMEMBER ............................................14
12. LOG-IN PROCEDURE...................................................15
Log-in for Multiple Groups...........................................16
13. INCOMING CALL..........................................................17
Contents
ii Comdial Oct ‘02
This page is intentionally blank
QuickQ Agents User Guide
Oct ‘02 Comdial 1
1. THE AGENT TELEPHONE
• The QuickQ is designed to operate with Comdial digital LCD
speakerphones. Your telephone technician will program a
QuickQ button on your telephone. This button enables you to
sign into the QuickQ.
• You do not need telephone lines appearing on your telephone to
answer calls.
The following features can be programmed on the programmable
buttons at your telephone:
Intercom Line Grp Page Caller ID
QuickQ Park Headset
Telephone
Speaker
Dialpad
Handset
Programmable
Buttons
Microphone Opening
Intercom Button*
QQSCS
LCD Alphanumeric
Display
Interactive Buttons
(NOT programmable)
Transfer/Conference
Button*
R
Vo l um e U p
Volume Down
* NOTE: These button locations ma
y
be re
p
ro
g
rammed b
y
installer.
2 Intercom
QuickQ
Line Group
Headset
Park
Page
Caller ID
Hold Button*
The Large Screen Display Telephone
2 Comdial Oct ‘02
2. THE LARGE SCREEN DISPLAY
TELEPHONE
• This telephone provides a 24-character wide, six line high liquid
crystal display (LCD).
• The large screen display telephone also provides 13 interactive
buttons for use that are under software control (five along each
side of the display and three along the bottom).
• QuickQ uses the top three lines of the display and one button on
each side of the display for special purposes detailed in the
illustrations below.
• Lines five and six of the display and the bottom three buttons
provide the same information as do the telephones that have a
16-character by two line display.
Call Waiting Time
NN MM:SS
XXXXX XXXXX
XXXXX
GP SELECT NEXT
XXXXXXXXXXXXXXXX
CALL.CDR
Line 1: Display Title
Line 2: NN = total number of calls waiting in all of this agent’s call groups
MM:SS = amount of time that the longest queued call has been waiting
Line 3: GP SELECT = interactive button for choosing grade of service for
different groups
NEXT = interactive button for switching display screens
Line 4: Blank line
Line 5: ACD Interface Messages
Line 6: ACD Interactive Button
s
QuickQ Agents User Guide
Oct ‘02 Comdial 3
2.1 Description of the Display (Idle
Display)
3. INTERACTION WITH DXP/FXS
SYSTEM
• To access system features, press the programmed feature button.
To access additional features, press the QuickQ button and then
press the “OPTIONS” interactive button.
• Your telephone will respond normally when you access system
features.
During feature operation, QuickQ will be suspended.
This is indicated by a flashing red light beside the QuickQ
button.
After completing the system feature, press the QuickQ
button to resume ACD operation.
• Do Not Disturb prevents your phone from ringing on non-ACD
calls; that is, intercom calls and personal calls.
• Call Forward forwards non-ACD calls only; that is, intercom
calls and personal calls.
Quick Q Group Name
This line indicates your present status.
This line indicates the function of the interactive buttons.
BUSY HELP LOG
Signing-in to QuickQ
4 Comdial Oct ‘02
4. SIGNING-IN TO QUICKQ
• Press the QuickQ button.
• Use the keypad to enter your I.D. number. Should you enter an
incorrect digit, press the RETRY interactive button.
• Enter your password digits.
Quick Q Group Name
BUSY HELP LOG
Agent ID:
Retry Quit
After 2 seconds
Password:
Retry Quit
Valid Agent ID
QuickQ Group Name
BUSY HELP LOG
Valid Password
QuickQ Agents User Guide
Oct ‘02 Comdial 5
• The above display indicates that you are now signed-in as an
ACD agent, ready to accept incoming calls.
If it is necessary
for you to leave your desk, press the BUSY interactive button.
This will prevent the ACD from sending calls to you when you
are unable to answer.
• The system will automatically set your telephone to Busy under
the following conditions:
1. If you do not answer an ACD call sent to you.
2. If you place or answer an internal non-ACD call.
Busy
CANCEL HELP LOG
Pressing Busy
Receiving an ACD Call
6 Comdial Oct ‘02
5. RECEIVING AN ACD CALL
• When an ACD call is directed to you, your telephone will ring
and the display will indicate the following:
• If you do not answer this call within the programmed redirect
threshold time, the call will automatically go to another agent.
When the call is redirected, the ACD will automatically make
your telephone busy.
• If you are unable to take this call, press the BUSY interactive
button, the system will redirect the call to another idle agent.
If
there are no available agents, your display will indicate “All
Agents Busy.”
• To answer the call lift the Handset; or if using a headset, press
the SPEAKER button.
• During your conversation, the above display remains on your
telephone.
Group Name Sub-Group Name
BUSY
Sub-Group Name 01:20
BUSY
The group is identified on the display
After 2 seconds
The time the call has waited is displayed
Sub-Group Name Line Name
ACC WRAP-UP HELP
QuickQ Agents User Guide
Oct ‘02 Comdial 7
6. TRANSFERRING A CALL
• When transferring a call, be aware that you are responsible for
the transferred call until the intended party answers the call.
• To transfer a call, press either the PARK button or the
TRANSFER button.
• Announce the call to the intended party (paging may be helpful
for this).
• Press the WRAP-UP interactive button to disconnect from that
call. Your display will enter the WRAP-UP mode (refer to page
10).
• If the transferred call is not answered, the call will automatically
recall to your telephone (regardless of your activity).
Line Name Sub-Group Name
ACC WRAP-UP HELP
Requesting Help
8 Comdial Oct ‘02
7. REQUESTING HELP
• The Help function calls the supervisor without interrupting your
present conversation.
• During your conversation, press the HELP interactive button.
When the supervisor responds to your request:
• You now have the option to add the supervisor to your
conversation (CONFerence) or to place the caller on HOLD
while you discuss the situation with your supervisor.
7.1 Selecting Conferencing During Help
• After requesting HELP, press the CONF interactive button to
conference the supervisor, the caller and yourself.
Requesting Help!
Supervisor Ready
CONF HOLD
Jan Calling
After 2 seconds
CONF HOLD
Supervisor’s
N
ame
Line Name Jan
RELEASE TRANS
Supervisor’s Name
QuickQ Agents User Guide
Oct ‘02 Comdial 9
• The top line of the display identifies the line and supervisor,
indicating a conference.
Press the RELEASE interactive button
to drop the supervisor from the call.
Press the TRANS
interactive button to send this call to the supervisor.
7.2 Selecting Hold During Help
• Press the HOLD Interactive button.
• This action places the caller on hold and connects you directly
with your supervisor.
CONF
Connects the supervisor, caller, and yourself.
RETURN
Return to the caller and release the supervisor.
TRANS
Transfer the caller to the supervisor and
disconnect yourself.
Line Name HELD!
CONF RETURN TRANS
Wrap-up: Disconnecting from a Call
10 Comdial Oct ‘02
8. WRAP-UP: DISCONNECTING
FROM A CALL
• To complete a call, hang up the receiver. The system provides a
preprogrammed wrap-up time to allow you to complete any
after call work.
During the wrap-up time, no calls will be
directed to you.
• The display indicates the number of calls holding and the
number of calls waiting longer than the programmed acceptable
time (alarm threshold).
• After the wrap-up time has expired, your telephone will return to
the IDLE display.
• You can bypass the wrap-up time by pressing the READY
interactive button, or you can select the BUSY interactive
button during the wrap-up time, should you require more time
or need to leave your desk.
Wrap-up----------------->020 seconds
READY ACC BUSY
Waiting: 12 >T:03
READY ACC BUSY
Total Calls
Waiting
Calls Beyond
Alarm
After 2 secondsAfter 2 seconds
QuickQ Agents User Guide
Oct ‘02 Comdial 11
9. PLACING OUTGOING CALLS
• Select any outgoing line.
9.1 Assigning an Account Code
• To assign an account code to a call, press the ACC Interactive
button during or after the call.
Account codes must be preset by
the supervisor.
Account codes can be used on both incoming
and outgoing calls.
Outgoing Call
ACC WRAP-UP HELP
Number dialed is displayed
Line Name Sub-Group Name
ACC WRAP-UP HELP
Wrap-up --------------------->020 seconds
READY ACC BUSY
Acc Code:___
RETRY EXIT
Placing Outgoing Calls
12 Comdial Oct ‘02
• Enter the Account Code with the telephone key pad. If you enter
an incorrect digit, press the RETRY interactive button.
• If correct press the OK interactive button to return to the
previous state.
• Calls can have more than one account code. To enter additional
codes, repeat above exercise for each.
Account Description
RETRY OK
QuickQ Agents User Guide
Oct ‘02 Comdial 13
10. ALARM CONDITION
• An alarm tone sounds on your telephone when waiting calls
have exceeded the time on hold set by your supervisor.
• This alarm will sound regardless of your activity (idle, busy, or
on a call).
Waiting 12 >T:3
XXX XXX XXX
Alarm Display
Things to Remember
14 Comdial Oct ‘02
11. THINGS TO REMEMBER
• If your display is showing the time and date, your telephone is
either not logged-in or QuickQ is suspended.
Press the QuickQ
button to resume.
• QuickQ will automatically make your telephone Busy if you
miss an ACD call.
• QuickQ will temporarily make your telephone Busy if you:
• answer a transferred call
• retrieve a parked call
• answer or place an intercom call
• answer or place a non-ACD call
• When you complete either of the above actions, the system will
automatically return you to your previous state.
• Log out if you are leaving for the day.
• You cannot log out if you are the last agent in the group. At the
preset closing time, the system will automatically log you out.
• Remember to make your telephone Busy if you are leaving your
desk or unable to answer ACD calls.
QuickQ Agents User Guide
Oct ‘02 Comdial 15
12. LOG-IN PROCEDURE
Welcome to QuickQ
Agent ID:
RETRY QUIT
Password:
RETRY QUIT
Quick Q: Group Name
BUSY HELP LOG
Busy
CANCEL HELP LOG
Log Procedure
IN CANCEL OUT
TIME
OPTIONS
Return to FX II
Log-in Procedure
16 Comdial Oct ‘02
12.1 Log-in for Multiple Groups
Note: Each group that you belong to is displayed in the order of your
priority in each one. For example, if you belong to three groups (1, 2,
and 3) and your priority is highest in group 3, Group 3 is displayed
first.
Group 1?
IN SKIP ALL
QuickQ Multi 03
BUSY HELP LOG
/
